Customer Success Advocate, Overnight
- St. Louis, MO
Squares know that great customer support is provided by both people and products. We are seeking a highly motivated and flexible individuals dedicated to providing world-class support by exceeding expectations through each interaction with Square sellers and customers.
In this role, you will work directly with Squares largest sellers to help get them back to business and be an important part of Square growing upmarket. In addition to working with the largest sellers on Square, you will have the opportunity to learn more about Square for Retail and Square for Restaurants.
Hold a high bar for Customer Success when owning customer interactions
Identify, document and follow up with engineers on product bugs and features
Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, products, and tools.
Escalate complex cases for guidance/assistance as necessary
Utilize strong written and verbal de-escalation skills to help customers who need assistance
Collaborate with members of other teams to root out answers and be a resource to teammates.
Effectively manage incoming customer interactions by phone and email
Shift: 7pm - 6am Central, 4 days per week, 10 hours per day Friday through Monday.
Demonstrated ability to create great customer experiences
Genuine curiosity about people and business, while possessing the ability to inspire passion in others
Interest in implementing feedback and dedicated to the improvement of your skills and work
Strong problem solving, analytical, written and verbal communication skills
Superb attention to detail
The ability to quickly adapt to new situations and think on your feet
Excellent time-management skills
A desire to help people and improve the customer experience
A passion for Square and customers engaging with Square products
Position is only available in St. Louis
Prior Technical support or Equipment troubleshooting experience
Prior work in a Full Service Restaurant
Working knowledge of troubleshooting hardware and ethernet connected devices